Manager, People Experience

• Designs and implements an integrated shared service center strategy
• Ensures the execution of consistent and legally sound processes
• Partners with other Human Resources functions to ensure alignment and integration of strategies
• Oversees and coordinates the day-to-day services and operations of the service center, ensuring compliance with all Advocate Aurora Health Care policies, procedures, regulations and standards of practice
• Ensures that the service center provides quality, consistent and efficient customer service and identifies service center best practices supporting quality initiatives
• Establishes and maintains appropriate customer services procedures and standards
• Interfaces with customers and resolves problems and conflicts as necessary
• Continuously reviews and evaluates internal operating processes, facilities, systems and procedures for effectiveness, efficiency and responsiveness to customer requirements
• Develops and implements changes and enhancements as appropriate, collaborating with HR Business Partners, Center of Expertise, HRIS, IT and vendors to ensure delivery of high levels of service and customer satisfaction
• Monitors, measures and ensures adherence to established work processes, quality standards and customer service level agreements
• Manages issues related to regulatory requirements or financial impacts resulting from processing or scheduling of work
• Monitors, coaches and assesses customer service and/or transaction processing skills
• Ensures a positive working relationship within the service center team and with customers by frequently communicating and soliciting feedback and measuring customer satisfaction
• Proactively seeks opportunities to implement innovative and creative methods to help drive a more advanced, efficient and cost-effective shared service center process which aligns with organizational goals
• Stays up to date on trends and developments, constantly researches and uses best practices of similar and successful organizations as benchmarks
• Performs human resources responsibilities for staff which include interviewing and selection of new employees, promotions, staff development, performance evaluations, compensation changes, resolution of employee concerns, corrective actions, terminations, and overall employee morale
• Develops and recommends operating and capital budgets and controls expenditures within approved budget objectives
• Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business

• Bachelor's Degree in Human Resources or related field or equivalent knowledge
• Typically requires 5 years of experience in human resources that includes experiences in developing, implementing and executing successful operations strategies in a service or call center
• Includes 2-3 years of supervisory experience in successfully leading and mentoring staff on human resources policies, procedures, processes, laws and regulations
• Advanced knowledge of state and federal laws and regulations that influence HR
• Knowledge of HR functions such as compensation, benefits, employee relations and organizational development
• Ability to operate large contact center using contemporary call management and knowledge base tools
• Proven ability to examine procedures, formulate policy, design new strategies, develop sound proposals and successfully implement programs
• Demonstrated ability to lead/mentor in a team environment where collaboration, motivation and the knowledge transfer process is critical for success
• Ability to work within a fast-paced environment, fostering teamwork across HR functions
• Proven ability to lead projects, meet deadlines, prioritize demands and solve problems creatively
• Exceptional analytical skills, working with large data sets, communicating findings and establishing/tracking program metrics
• Excellent communication skills with ability to interface with all levels of the organization, influence decision makers and set and manage expectations
• Proficiency in Microsoft Office, human capital management software, case management tools and web-based applications

Ideal candidates have experience in HR, Shared Services, Call Center operations, and proven leadership as a Lead, Supervisor or Manager

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program